My husband has had a membership for years and they are screwing him sideways as he is canceling. Such horrible customer service and the massage quality has gone so far down it isn’t worth paying for anymore!

I don’t normally leave poor reviews, but i am pretty frustrated with massage envy Fort Collins. I’ve had a membership with ME SINCE 2011 and last month we found out that they charged our bank account over $700. I called right away and was told there was a glitch in their system and my account had been frozen since last august of 2019... they finally caught the mistake and charged my account all at once for ever month missed. I have been in to the location to receive services on a few different occasions (including November/December 2019 and January 2020) and they charged tips to the same same credit card I have on file and used ore paid massages (so they would have had to look at my account) and they never told me my account was frozen. There was also never an attempt to contact me at any point my phone, email, or in person. I have been trying to reach a manager (who must have the shortest/easiest work schedule on the planet) to solve this problem and I can NEVER get the manager- they are never there or available. Needless to say, I am mad and frustrated and so completely over the poor customer service. I never agreed to pay anything more than the monthly payment at once, and this was THEIR mistake, not mine. I would love to have someone finally contact me to fix this situation.

The massage was amateur and terrible. The therapist did not know what deep tissue meant, and was unskilled. He used a genetic method and clearly wasn't interested in his job. The therapists here are too inexperienced and lack any natural skill for massage. I could barely feel the deep massage. I was more frustrated leaving than arriving, because my time and money was wasted.

My experience for my resent visit to message envy in Fort Collins off of Harmony Rd was unexceptionably. I checked in and waited for about 10 minutes to find out that the therapist wasn't there. The lady at the front desk was nice enough but the fact of the matter was that I took off work for my appointment and drove 20 plus minutes to wait for nothing. Every person on this earth only has so much time so time is more valuable then money. The lady at the front desk apologized and said she would have the manager call me. Normally I wouldn't complain on the internet but It's been over 24 hours and I still have not been called by the manager. In the past 3 or 4 months when I have called to book a message I have got an answering machine and not a person. I have been a message envy member for over 10 years and have never experience this much lack of customer service. I do like some of the therapists but unfortunately they must have too many customers and therefore they don't need me or an new customers. I advise finding another message company.

Horrible customer service. Screw up after screw up. I started going to Massage Envy for a back injury due to a car accident. My first few time in they kept trying to push upgrades for my massage as well as a membership. Due to the injury, I had an insurance claim that was paying for the service as long as documentation was provided for my treatment. I specifically addressed this with management on my first visit and they assured me that they would provide me with everything I needed. After my first visit I was not given any documentation on the treatment. When I called in to make my second appointment, I spoke with a receptionist named Clay and told him I needed this ASAP. He told me that it would be available for me when I came in next. It was not. I told them again that the next time I came in I would need it. I needed this info so I could get reimbursed from my insurance company for the money I was spending. The next time I came in..guess what? THEY STILL DIDNT HAVE IT. The manager I spoke with offered to fax the documentation to the insurance adjuster herself. A couple days had passed and my adjuster called me about my claim. He told me he had only been faxed a cover page. A FREAKIN COVER PAGE. What idiot can't use a fax machine. Angrily, I called massage envy and told them they had screwed up yet again. Of course I heard a lot of apologies and assurances that the situation would be taken care of. I would hope so after all their screw ups. I still haven't heard from my adjuster if the documentation has gone through. Then yesterday I called in and spoke with a Peter. I asked him do you have anything available in the morning? Ummmmm.... Yes we have an 830 available. Great, can you put me down for that time. yes, we'll see you at 830. The next morning, having already rearranged my morning to have my bad back worked on, I show up to find out Peter had scheduled me for 8:30 pm....after I specifically asked for a massage in the morning. After the stupid bewildered receptionist who obviously could handle real life situations stumbled over her words, I asked to speak with a manager. Obviously I heard apologies, but after this many screw ups I couldn't take it anymore. Don't get stuck in a membership. The front desk/ management service absolutely sucks. The massage therapists are very good though.